Hi,
We implement OTRS in which we create a Generic Agent as below :
When ever there is service S1 selected , change the queue to Q1.
so we create a ticket with Queue - Q2, Service - S1 and User- U2.
after creating a ticket , Generic agents run and change the Queue Q2 to Q1, which is as desired functionality, but with this it also updates the User from U2 to AdminUser ID.
Why this is so happen, Any inputs on this ?
Many thanks.
Owner updates itsef to adminID
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reneeb
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Re: Owner updates itsef to adminID
The GenericAgent updates the ticket owner only when configured. So you should have a look at your job...
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GMunjal
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Re: Owner updates itsef to adminID
I check the generic agent which is updating the Queue, there is nowhere owner update is configured.
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reneeb
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Re: Owner updates itsef to adminID
It may be an effect of an other GenericAgent job. Have a look at the ticket history. This might give you a hint...
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yuri0001
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Re: Owner updates itsef to adminID
Hi!
Generally, when you moving ticket to another queue - system reset owner.
Try to see on parameter SysConfig in Ticket -> Core::Ticket --> Ticket::EventModulePost###120-ForceOwnerResetOnMove
GMunjal wrote:Hi,
after creating a ticket , Generic agents run and change the Queue Q2 to Q1, which is as desired functionality, but with this it also updates the User from U2 to AdminUser ID.
Why this is so happen, Any inputs on this ?
Generally, when you moving ticket to another queue - system reset owner.
Try to see on parameter SysConfig in Ticket -> Core::Ticket --> Ticket::EventModulePost###120-ForceOwnerResetOnMove
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)